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Hurricane Matthew

At this time, Miami-Dade County is monitoring Hurricane Matthew.

Please visit our Emergency website for the latest information on openings and closings in Miami-Dade County.

STS Rider’s Guide

The information contained in this Special Transportation Service (STS) Rider’s Guide has been developed to help new riders become acquainted with the STS program and to provide the necessary guidelines required to use the service effectively.

If you have questions about any of the information contained in this guide or would like to request a copy of this guide in an alternate format, please contact Miami-Dade Transit’s Paratransit Certification Office at (786) 469-5000.

What is STS?

STS is a shared-ride public transportation service of Miami-Dade County in compliance with the com-plementary paratransit service provisions of the Americans with Disabilities Act (ADA) of 1990. STS op-erates throughout most of urbanized Miami-Dade County, some parts of southern Broward County, and up to mile marker 50 in northern Monroe County. STS is not restricted to doctor’s appointments but can be used for work, school, shopping, recreation, medical appointments, etc.

STS provides door-to-door transportation service for people with disabilities who are unable to use Metrobus, Metrorail, or Metromover. Transportation is provided from the main entrance of the place of origin to the main entrance of the destination.

Miami-Dade County has contracted with private transportation carriers to provide STS. The carriers use vans, minivans, sedans, and lift equipped vans to transport riders.  

Eligibility

Who is Eligible for STS?

  • People whose physical or mental disabilities prevent their independent use of accessible public transportation
  • People with temporary disabilities that may be eligible for STS during the period of their disability
  • People with disabilities visiting from out-of-town that may be presumed eligible if they have been certified in another Americans with Disabilities Act (ADA) jurisdiction or can prove their disabilities
  • To register with STS, contact Miami-Dade County STS Certification Office at (786) 469-5000 Monday through Friday from 8:00 a.m. to 5:00 p.m. excluding holidays.  

STS Rider’s Rights & Responsibilities

Riders have a right to:

  • Travel in air-conditioned vehicles
  • Drivers trained to meet riders' special transportation needs
  • Safe, clean, properly equipped smoke-free vehicles
  • Correctly fastened seat belts and/or wheelchair tie-downs
  • Pick-ups within 30 minutes after the negotiated reservation time. Riders are not required to be ready to travel before the negotiated pick up time, but can do so if desired
  • Professional and courteous treatment by staff and other passengers
  • Refuse unsafe service and file complaints without fear of reprisal
  • Prompt investigation and effective resolution of complaints.
  • Current and complete program information
  • Assistance getting in and out of the vehicle and to the main entrance of destination. Drivers are not permitted to physically lift riders and to enter buildings or residences
  • Travel with Service Animals

For additional information call STS Customer Service at 786-469-5000.

Reservations, Telephone Numbers and Hours

To reserve a trip, call the reservation line at (305) 871-1111, press 1 for English (2 for Spanish) and then 1 again to reach an agent. For Video Relay Number 711 / TDD service for the hearing impaired, call 305-265-9435. Hours of operation are Monday through Sunday, from 8:00 a.m. to 5:00 p.m.

Reserving trips for service

Reservations for STS can be made from 1 to 7 days in advance of the expected travel date. However, next day trip reservations must be made by 5:00 p.m. the day before a rider wishes to travel.

Riders are encouraged to call for reservation on weekends or on weekdays between the hours of 8:30 a.m. and 11:30 a.m. when the phone lines are less busy. During peak travel periods, it may be necessary for the agent to negotiate an earlier or later pick-up and/or return time based on vehicle capacity and/or availability. The agent will inform the rider of this at time of reservation. 

The agent cannot insist on a pick-up time (at either end of the trip) that varies by more than one hour from the rider’s desired travel time.  Riders should remember to allow ample travel time when placing a reservation as there may be other riders with different pick-up and drop-off points sharing the vehicle.

Information you Should Provide When Making a Reservation

  • Name, STS ID number, and telephone number
  • Exact street addresses, zip codes, and phone numbers of the locations where you will be picked up and/or dropped off, including the name of the complex if applicable
  • Special pick-up directions, such as landmarks, specific entrance, exit, store, or building etc., at shopping centers, college campuses, large medical complexes or other confusing locations. Please be very specific as there are multiple pick-up locations and drivers need to know exactly where you will be
  • The time you would like to arrive at your destination or your desired pick-up time
  • Requested return time
  • Whether or not you will be traveling alone
  • Number of companions, PCA’s and/or children traveling with you

Same-day emergency reservations

Same-day service is not available. For life-threatening emergencies call 911.

Subscription Reservations

Subscriptions by definition are for trips that do not change. Frequent changes, cancellations, and no shows, will result in the cancellation of the subscription.

Riders may request subscription service if they make the same trip at least three times per week to work, school, religious service, medical appointments, etc. Once scheduled, subscription service is automatic and the rider does not need to place daily phone calls to schedule these trips, except to cancel or make minor changes for a specific date of the subscription service.

To be approved for subscription service, the subscription must remain in effect for a minimum period of one month. The rider will need to cancel the subscription trip(s) for the day(s) or month(s) they will not be using it. To do so, the rider needs to make it clear to the reservationist that they are cancelling for a specific day(s) and not cancelling the subscription trip(s) permanently.

To request new subscription service, update an existing subscription (due to change in pick-up or drop-off address, time, and phone number) or temporarily put the subscription service on hold, the rider must call (786) 469- 5049 or (786) 469-5000 between 8 a.m. and 5 p.m., Monday – Friday.

Subscriptions are automatically cancelled on the following holidays:

  • New Year’s Day
  • Dr. Martin Luther King Day
  • Memorial Day
  • Independence Day
  • Labor Day
  • Veterans Day
  • Thanksgiving Day
  • Christmas Day

If a rider needs service on any of these holidays, they must call reservations at (305) 871-1111 at least one day in advance before 5:00 P.M. to schedule service.

Cancellation and No Show Policies Cancellations

For a same-day cancellation of a reservation, call (305) 871-1111. Cancellations should be made as early as possible but at least one hour before the scheduled pick-up time.  The rider must be sure to indicate if they are cancelling the initial pick-up and/or the return trip.

Cancelling will result in cancellation of the rider’s return trip unless the rider specifies that they will need the return trip. Cancellations are very costly to the STS program. Before placing a reservation, riders should be certain that they really plan to travel. Excessive cancellations are an abuse of the STS program and may result in the suspension of service.

No-Shows

It is the goal of STS to always connect with passengers and provide their scheduled ride. When riders do not cancel at least one hour in advance, it is considered a “No-Show.”

If you reserve service and decide not to travel, you must call (305) 871- 1111 to cancel your service at least one hour before your requested travel time or your record will be marked “No- Show”. If a rider is a “No-Show” on the going trip, the return trip will be cancelled unless the rider advises he/ she will need the return trip.

STS reserves the right to suspend service, if a consistent pattern of No-Shows and Cancellations is identified. (This is considered an abuse of service.)

Note: Customers will be provided 15 days to appeal prior to any service suspension.  Customers should call STS Customer Service at (786) 469-5000 or the Miami-Dade Transit Office of Civil Rights at (786) 469-5225 for additional appeal information.

The policy stated below will apply for abuses related to Late Cancellations, Cancellations at the door, and No-Shows

1st incident of three (3) No-Shows in any rolling 30-day period
Verbal Warning

2nd incident of three (3) No-Shows in a rolling 30-day period
Verbal Warning & Written Warning

3rd incident of three (3) No-Shows in a rolling 30-day period
Final Verbal Warning & Written

Warning
Next single instance of No-Show
1 Week Suspension

Each instance of No-Show thereafter,
2 Week Suspension each

Note: Rolling 30 day period starts from first incident to the next.

How Can I help Avoid Cancellations & No-Shows?

STS is a vital community resource and there is limited public funding to support it. Cancellations are a major contributor to service costs and system inefficiency. Rides that are cancelled too late to schedule another trip in their place result in wasted expense and capacity that goes unused. STS passengers can help by making sure they only schedule rides they plan to take.

Riders can prevent no-show situations when they:

  • Review date, times and addresses with the reservationist to be sure information is correct
  • Call (305) 871-1111 and cancel rides as soon as the ride is no longer needed.
  • Cancel at least one hour in advance of the scheduled pick-up time. (or if possible up to 24 hours in advance)

If You’re Running Late

Everyone has occasional circumstances outside of their control that can cause delays at a scheduled appointment. If your appointment is running later than you expected and there is a chance you will not be ready for your scheduled return trip (or if you have missed your ride), call (305) 871-1111 as soon as possible. Your request will be coordinated with the Dispatch office that stays in radio contact with drivers. Customers can call 786-469-5000 for additional assistance.

Every effort will be made to adjust your return trip pick-up time and assign another vehicle to pick you up at a later time. Because schedules are set the day before, there may be a delay of an hour or up to three hours before another vehicle is available to accommodate your trip.

Remember: Allow extra time for medical appointments or other appointments that may take longer than expected. This will reduce the unnecessary cost of sending an additional vehicle and your wait time.

Note: If a vehicle is sent and the customer is not ready, the contractor will attempt to contact the customer using telephone number provided at the time of reservation. If the customer cannot be located, the customer will be assessed a no-show.

How Long Does an STS Trip Take?

As a shared ride system, travel time can vary depending on the number of rides being accommodated. Rides will be scheduled so the customer’s time on board is no more than the length of time that a comparable trip would take if made on a regular fixed route bus. Sometimes extenuating circumstances occur, over which STS has no control (e.g. traffic conditions, road construction, weather). Occasionally when this happens, some trips may exceed this standard.

Riders are encouraged to discuss their travel times with STS Customer Service by calling, (786) 469-5000.

Pick-Ups

The STS vehicles will pick-up the rider within 30 minutes after the negotiated pick-up time. The rider must be prepared to leave when the vehicle arrives.

Riders must have their STS EASY Card with them at all times when traveling with STS.

Drivers can only wait five minutes for a rider to board. If a rider does not board the vehicle within the al-lotted five minutes the driver will depart without the rider and go to the next pick-up as they have a schedule to follow. STS is a shared-ride service. Other STS riders may ride in the same vehicle or the vehicle may be scheduled to pick-up another passenger right after the rider reaches his/her destination. Riders’ punctuality is required as a courtesy to other STS riders.

If the vehicle arrives before a rider’s “negotiated pick-up time”, the rider may choose to board early or can board within five minutes of the “negotiated pick-up time”.  A rider is not required to board the vehicle before the negotiated pick-up time.

The driver will:

  • Collect the exact fare when you are picked up. Drivers do not make change.

Note: If you prefer not to carry cash, call STS at (305) 871-1111 to purchase Pre-Paid Tickets as they can be given to the driver in lieu of a cash fare.

  • Assist the rider from the main entrance door at the pickup location to the vehicle and from the vehicle to the main entrance door at the scheduled destination.
  • Ask you for your STS EASY Card or valid photo identification.
  • Ask you to sign the driver’s manifest, which indicates the actual time you were picked up and the dollar amount paid as fare.

IMPORTANT: You should review the trip information carefully and be sure it is correct before you sign. Report any discrepancies to STS Customer Service at (786) 469-5000. County staff will investigate all discrepancies and complaints.

Pick-Up Locations Procedures

To provide safe, on-time service for all passengers, STS has developed the following pick-up procedures:

NOTE: Drivers will be in uniform and identify themselves at the main entrance door of the pickup location, but will not go inside.  They will not use the horn to notify the rider of their arrival.

Apartments

Passengers in apartment complexes that are inaccessible to STS vehicles must be ready at the main entrance to the complex. If the facility has a guarded gate or limited access, the passenger should inform the security staff of the scheduled pick-up and return times. If a passenger is visiting someone inside a guarded gate or limited access complex, it is the passenger’s responsibility to advise the person they will be visiting ahead of time for access. Drivers will identify themselves at the door and will not go inside apartments.

Office Complexes

Passengers traveling from a large office complex, medical facility or other similar area must be ready at the main reception desk or main lobby entrance. Drivers will identify themselves at the door and will not go inside the facility.

Nursing Homes

Passengers traveling from a nursing home should be ready at the main lobby. 

Adult Day Care And Dialysis Centers

Passengers should be waiting in a designated area when the vehicle arrives to pick them up at the centers.  Drivers will assist passengers in boarding the vehicle. Drivers will identify themselves at the door and will not go inside the facility. It is highly recommended that the center contact dispatch if there is a problem with the scheduled pick-up time. STS does not provide emergency trips to the hospital.

Malls

Passengers must specify the exact entrance at time of booking. .

Places of Worship

Passengers will be picked up and dropped off at the main reception desk or main lobby entrance in front of the building.

Other Large Areas Not Specified

Passengers will be picked up and dropped off at the main reception desk or main lobby entrance in front of the building. 

Note: Drivers will go to the main entrance door and will not use the horn to notify the rider.

Fare

Free-Fare Program

Certified STS riders can use Metrobus and Metrorail free of charge. Elevators are available at every Metrorail station. Call (786) 469-5000 for additional information

Riders’ decision to use public transportation whenever possible is encouraged by Miami-Dade Transit and will not jeopardize their STS privileges. To plan your public transit trip, riders should call 3-1-1.

Fare Structure

The STS fare for ADA-eligible riders is $3.50 per one-way trip. Companions pay the same $3.50 per one-way trip fare as the certified rider. The PCA travels free, but must be pre-certified by the STS Certification Office as part of the rider’s permanent certification records.

The $3.50 fare falls under the guidelines of the ADA of 1990 which stipulates that fares charged for shared-ride complementary Paratransit services be no more than twice the regular public transportation fare. The current Miami-Dade Transit fare is $2.25 each way.

Fare Pre-Payment Options

STS fare must be paid. Fare evasion is against the law (Florida Statute 812.015). Fare evasion can be reported by calling (786) 469-5000 or (305) 375-2700.

Riders may purchase STS vouchers in advance and use them to pay for trips. Make all payments paya-ble directly to:

Transportation America
2766 NW 62nd Street
Miami, Florida 33147
(305) 871-1111

Monday through Friday from 8:00 a.m. to 5:00 p.m., excluding holidays

The following pre-payment methods will be accepted:

  • Cash
  • Credit Card (Card information will not be stored)
  • Check (Vouchers will be mailed to the rider as soon as the check is cleared)
  • Customers are required to pay for postage
  • E/check (Available upon request)

Service Days & Hours

STS operates during the same days and hours as the regular fixed route service.

Assistance and Policies

Late-Vehicle Assistance

You can call for an ETA 20 minutes after your negotiated time. If your ride has not arrived 30 minutes after the negotiated pickup time, call the Late Vehicle Assistance line at (305) 871-1111. If your problem is not resolved, call the County’s Customer Service line during regular business hours at (786) 469-5000.  If your ride is more than 60 minutes late, the passenger is not required to pay the fare. The Contractor or County staff will dispatch a backup vehicle. However, neither the County nor the contractor will reimburse taxi fares should a rider call a taxi on his/her own.

Passenger Assistance Policies

STS drivers will assist a rider to and from the vehicle. This includes a steadying arm when walking and assistance in getting a wheelchair to and from the main door of the building entrance.  If a rider needs assistance in getting to and from their wheelchair or walker into a vehicle, or from the vehicle to the wheelchair or walker, the driver will hold the chair or walker steady for the rider, but cannot lift the rider. Drivers may help carry up to two bags, but no driver may go beyond the threshold of a rider’s home or beyond the main entrance of any public building.

Call (786) 460-5000 for additional information/

Unattended Passenger Policy

Riders who cannot be left unattended must have a responsible party at the pick-up and drop-off point. The driver will only wait five minutes for the arrival of a responsible party to meet the STS vehicle. If no one arrives, the driver will notify the dispatcher who will contact the service provider and receive approval to continue on their route. The service provider will attempt to reach the designated emergency contact person.

If the rider’s emergency contact cannot be reached by the end of the route, the police and protec-tive services will be notified to assist in locating a responsible party.

Lost and Found Policy

Any article left in a STS vehicle will be turned in to the Contractor by the driver. The Contractor will con-tact the rider and arrange for the article to be returned during the next service date or within seven days of contacting the rider. 

If the Contractor cannot locate the rider within 30 days, the article shall become property of the Contrac-tor. 

If a rider leaves an article behind, please call Transportation America at (305) 871-1111, Monday through Friday from 8:00 a.m. to 5:00 p.m.

Miami-Dade County is not responsible for any items left in the vehicle.  Before leaving the STS vehicle, riders should check their packages and personal belongings.

Riders are responsible for retrieving all lost items directly from Transportation America.

Customer Satisfaction Survey

Periodically, in-house telephone and field surveys as well as independent surveys may be conducted to gauge customer satisfaction. The survey questions are asked of a random sample of riders. Please help us by participating in the survey.

Note: You should not provide personal information to any caller. Only provide your STS identification number and name.  

Service Infractions and Suspension of Service

Misuse of the system can result in the suspension of a rider’s service.  ADA regulations allow STS Service to be denied to riders who engage in violent, illegal, or disruptive behavior. The following acts are considered misuse of the STS program, which could lead to suspension of service:

  • Obtaining or Using STS under False Pretenses:

  The ADA reserves the STS program for individuals certified as eligible for the service.
A rider’s service will be cancelled and/or suspended if:
– The rider has made false or misleading statements on their STS application or
– The rider allows other non-eligible individuals such as friends or family members to ride STS or fixed route using their name or STS Easy Card.

  • Excessive No-Shows and/or Late Cancellations:

 No-shows and/or Late Cancellations delay, detour vehicles, and use up space that other riders could use. (See the Late Cancellation/No-Show Policy) 

Service Suspension for Abusive or Disruptive Behavior:

For the safety and comfort of all STS riders and drivers, STS has established a policy that addresses when a rider’s conduct may adversely affect others involved with the STS program. Disruptive and abusive behaviors include, but are not limited to:

– Hazardous Conduct: Any act which creates the potential for physical harm to the driver, other riders, or the general public
– Abusive Conduct: Any offensive act which invades the privacy rights of others, or touching another person in a rude, insolent or angry manner. This includes, but is not limited to verbal abuse of drivers, STS staff or other riders
– Unlawful Harassment: Including unwelcome verbal, non-verbal or physical behavior having sexual or racial connotations
– Disability Related Conduct: Any act that would qualify as misconduct, but is the direct and immediate consequence of the rider’s disability may result in the rider being required to travel with a PCA. Such a determination will depend on the severity of the conduct
– Voluntarily and repeatedly violating riding rules, including:

  • Smoking in vehicles
  • Refusing to remain seated and keeping seat belts on
  • Eating or drinking in the vehicles
  • Fare evasion
  • Operating or tampering with any equipment while on board the vehicle. This rule includes operating a hydraulic lift and attempting to remove wheelchair “tie-downs”
  • Defacing equipment
  • Having no one to receive a rider at home (if necessary), causing unnecessary delays for the driver and other passengers
  • Refusing to comply with other requirements specified in other policies stated in this guide

Depending on the severity of the violation, the following penalties will be enforced for riders who violate any of the Rules of Conduct:

– One violation will result in a verbal warning
– Two violations will result in a written warning
– Three or more violations will result in suspension of service for a minimum of 1 week per incident.
Additional suspension time up to and including a permanent loss of the service will apply for repeated offences.

A case-by-case evaluation for continued eligibility will be conducted for riders engaging in repeat hazardous, abusive, or disability related conduct that impacts the safety of a passenger or driver or the safe and reliable delivery of service. In some cases, STS may require the use of a PCA on a temporary or
permanent basis.

  • Violent Behavior or Illegal Activities:

Riders, their PCA or companions traveling with riders, who engage in physical abuse or cause physical injury to another rider or driver, or who engage in other illegal activities, will be subject to immediate and permanent suspension from STS.  They may also be subject to criminal prosecution.

Miami-Dade Transit Reserves the right to:

Suspend or cancel service for any individual who:

  • No longer meets the eligibility criteria; has moved outside the STS area or is unwilling to cooperate with agency procedures for the STS program
  • Lives in an area that is inaccessible (i.e. unpaved roads)
  • Behaves in a manner that is disruptive, abusive, threatening, or endangers the safety of staff and other passengers
  • Abuses the program or has excessive No-Shows and Cancellations

Steps of the Suspension Process:

If a rider is reported or observed to be abusing the service in any way, including but not limited to the types of abuse mentioned above, MDT will investigate.  

If the rider’s behavior or use of the service is determined to be inappropriate, they will receive a written notice of service suspension, which explains the reasons for the suspension.  The rider will also receive written instructions for appealing the service suspension.

Appealing a Service Suspension:

A rider may appeal their service suspension within 30 days of the date on the written notice of suspension.  

All appeals for service suspension should be addressed to:

Miami-Dade Transit
Office of Civil Rights
701 NW First Court, Suite 1700
Miami, Florida 33136-3923

The rider may use the service until a decision is made EXCEPT if the rider is appealing a suspension due to seriously disruptive or violent behavior.  The rider may not use the service unless and until the MDT ADA Officer overturns the suspension.

Note: Riders who engage in physical abuse or cause physical injury to another rider or driver may also be subject to criminal prosecution.

 Miami-Dade Transit is responsible for:

– Resolving riders’ concerns
– Monitoring the performance of the contracted service
– Certifying and registering eligible
applicants
– Communicating program changes to riders

To assist the County in continuing to deliver quality service and keeping program costs within approved budget limitations, riders’ assistance is required.

By adhering to STS Program Policies contained in this guide riders will help us continue to provide the disabled community with this important transportation service.

Concerns

Call Miami-Dade Transit if:

  • You have a recurring problem with late vehicles
  • Your ride is unsafe
  • You are treated rudely
  • Your STS vehicle is in poor or unsafe condition. This includes wheelchair restraints, seatbelts, lifts or ramps, and cleanliness
  • You are a wheelchair rider transported sideways. The ADA requires forward and/or backward securement using 4-point tie-downs, shoulder and lap belts
  • You are injured or involved in an accident while using this service

Resolving Service Concerns

Miami-Dade Transit is responsible for resolving service concerns quickly and efficiently. If you have a complaint or compliment about the service, a driver, or a provider, please email your comments to Paratransit@miamidade.gov or visit our website.

You can also call the County’s STS Customer Service Office at (786) 469-5000, or you can write to:
Miami-Dade Transit
Paratransit Operations Division
701 NW First Court, Suite 1200
Miami, Florida 33136-3923

Complaints should be reported to the County’s Customer Service on the date that the incident occurs or on the very next business day after the incident.
Every complaint will be investigated.

When your complaint is filed, the County will:

  • Document and research the complaint
  • Require the contracted service provider to respond to the County within 7 business days from the provider’s receipt of your complaint
  • Work with the provider to solve the concern
  • Notify you of complaint resolution

To assist us in researching your complaint, it is important to report your complaint as soon as possible, while the details are still clear. The following information is helpful:

  • Date and time of incident
  • Name of rider
  • Rider’s identification number
  • Phone number
  • Address
  • Trip destination
  • Description of vehicle and/or vehicle number
  • Driver’s name
  • Scheduled pick-up time
  • Actual pick-up time
  • Details of the incident

Recurring concerns are referred to the MDT Paratransit Administration at 786-469-5000.
If a provider fails to comply with the agreed upon resolution to the concern, the STS Program manager will then recommend appropriate sanctions against the service contractor.
If you are not satisfied with the resolution of your service problem, you may contact any one of the following:

  • MDT Office of Civil Rights at
    (786) 469-5486
  • State’s Transportation Disadvantaged Helpline at
    1-800-983-2435

Important Reminders

  • Book trips at least one day in advance, preferably between 8:30 a.m. and 11:30 a.m. when the phones are less busy
  • Have your identification number, accurate information and directions ready to give to the reservationist when making your reservation request
  • Give specifics to help the driver find you at the pickup location. This is particularly important at large medical facilities, colleges, and shopping centers
  • Write down the reservation or cancellation confirmation number given to you by the reservationist.  This information will help us assist you if you experience a problem.
  • Call the STS Certification Office at (786) 469-5000 to notify of any changes such as address, telephone number, disability status etc; so that way we can keep your transportation record current
  • Tipping the driver is not permitted
  • Service animals specially trained to assist riders with disabilities are permitted by federal law in the vehicle
  • Service animals travel inside the vehicle with their owner and will be considered a rider when determining vehicle capacity.  Service animals are not permitted to sit on the seats and must sit on the floor during transit
  • Whenever possible, try to travel between 10 a.m. and 2 p.m. when traffic conditions are generally less congested

ADA Grievance Procedure

Summary of ADA Grievance Procedure

Any Miami-Dade Transit customer who believes that service on the Metrobus, Metrorail, Metromover, or STS does not comply with the ADA may file a grievance by contacting:

Miami-Dade Transit
Office of Civil Rights
701 NW First Court, Suite 1700
Miami, Florida 33136-3923
(786) 469-5225

Your grievance should include sufficient detail to permit proper research and response to your concern. Be sure to include your name, address, day time phone number, date of incident, time of day, location and description of the problem. If you require a response in an accessible format - large print, Braille, or audio tape - please specify the preferred format. Assistance submitting a written grievance is available upon request.
A preliminary determination of whether or not an ADA violation exists and, if so, what actions have been or will be taken to correct the problem, will be sent to the customer within 30 calendar days of receipt. MDT customers are protected under the ADA and are free to file a grievance without fear of reprisal. For a copy of the ADA grievance procedure, please call (786) 469-5486.

STS Group Meetings

The County holds a monthly STS Rider’s Meeting to provide riders with the latest STS program news and policy information. The meetings are generally held on the first Tuesday of the month. The meetings alternate from 2:00 p.m. to 3:00 p.m. and from 6:00p.m. to 7:00 p.m. every other month.  If you are interested in attending, call (786) 469-5000 to confirm the date, time and location of the next meeting.  To join the meeting via teleconference, please call 1-800-501-8979 access code 2174951

Hurricane Evacuation Planning

When the County issues an evacuation order, STS will provide certified riders with a one-way trip to a shelter.
MDT STS will not provide shopping trips during an emergency. Riders should stock medications and supplies well in advance of hurricane season.
STS will stop operating when winds reach 40 miles per hour. The Hurricane Answer Center is activated during an emergency to answer your questions including public shelter openings. The Answer Center may be contacted at (305) 468-5900 or (Video Relay Number 711 or 311).

Evacuate Early! Don’t Wait!
If you are requested to evacuate, plan to seek shelter with family or friends who live inland. Remember that public evacuation centers are uncomfortable, crowded and are intended as a last resort for people who have no other place to go during a storm.

If you plan to go to a public evacuation center and need assistance with daily living because of a medical condition or disability, contact the Miami-Dade Office of Emergency Management to register for a Special Needs Center. This program offers transportation and is available to STS and non-STS certified persons. To register, call 311 to contact the Miami-Dade Office of Emergency Evacuation Assistance Registry. The Video Relay Number 711 / TTD number is (305) 468-5402.

STS Rider’s Guide and Contacts

This full printed Rider’s Guide is available from:
Miami-Dade Transit
Special Transportation Service
701 NW 1st Court, Suite 1200
Miami, Fl 33136-3923
(786) 469-5000

Copies are also available in Braille, large print, and audio cassette for the visually or hearing impaired.

County Phone Numbers

STS Certification/Enrollment Office and Information (Mon - Fri: 8 a.m. to 5 p.m.)
Customer Service
(Mon - Fri: 8 a.m. to 5 p.m.)
Late Vehicle Assistance (24 hours)
786-469-5000
STS Administration (Mon - Fri: 8 a.m. to 5 p.m. Excluding County Holidays)
To leave a message (24 hours)
786-469-5029

Toll-Free number 1-888-543-4822

Video Relay Number 711 / TDD
(Hearing impaired) 305-263-5475
Transit Information 311
For information on bus, Bus, Rail and Mover (M-F: 7:00 a.m. to 8:00 p.m. and Saturday - 8:00 a.m. to 5:00 p.m.)

Transit Information for residents
South of SW 216 St. 305-891-3131

Video Relay Number 711 / TDD
(Hearing impaired) 305-654-6530

Transportation Disadvantage
Help Line 1-800-983-2435

Contractor Phone Numbers
Reservations (Daily: 8 a.m. to 5 p.m.)
Subscriptions (M-F: 8 a.m. to 5 p.m.)
Cancellations (24 hours)
Late Vehicle Assistance (24 hours)

Contractor Administration & Pre-Paid Ticket Purchase (M-F: 8 a.m. - 5 p.m.)
305-871-1111

Video Relay Number 711/TDD (24 hours)
305-265-9435

If calling from outside Miami-Dade County (24hours)
1-888-543-4822

Miami-Dade County provides equal access and equal opportunity in employment and does not discriminate on the basis of disability in its programs or services. Auxiliary aids and services for communication are available with five days’ advance notice. For material in alternate format (audiotape, Braille or computer disk), a sign-language interpreter or other accommodations, please contact: Miami-Dade Transit, Office of Civil Rights and Labor Relations, 701 NW 1st Court, Suite 1700, Miami, FL 33136. Attention: Marcos Ortega. Telephone:
786-469-5225, Fax: 786-469-5589. Email: mo7225@miamidade.gov.

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